Specialist, Service Management

Division: Assessment & Qualifications Delivery

Location: Manchester or Rotherham – Hybrid

Job Level: IC20 (Specialist)

This role aligns with positions typically advertised in the external market as IT Service Management Specialist, IT Service Delivery Analyst or IT Service Management Analyst

At Pearson, we add life to a lifetime of learning so everyone can realise the life they imagine.

We create vibrant and enriching learning experiences designed for real-life impact. Our colleagues are passionate about delivering accessible, sustainable and high-quality learning experiences that make a meaningful difference to people around the world.

Our Assessment & Qualifications teams support the delivery of high-stakes qualifications and assessment services across the UK and internationally.

Operating in a highly regulated environment, our technology services support everything from learner registration and assessment delivery through to marking, results and certification.

We're continually evolving our technology platforms to deliver more scalable, resilient and cost-effective services.

We're looking for a proactive, adaptable and customer-focused Service Management Specialist to join our Assessment & Qualifications Delivery team.

This is an exciting opportunity to play an important role in supporting the technology services behind a major UK government contract , ensuring our systems remain reliable, secure and continuously improving.

Working closely with technical teams, delivery partners, suppliers and business stakeholders, you'll help maintain high-quality live services, resolve operational challenges and identify opportunities to improve performance.

You’ll be involved throughout the service lifecycle, from onboarding new services and ensuring operational readiness through to incident management, service reporting and continuous improvement.

If you enjoy problem-solving, collaborating with different teams and finding smarter ways to deliver technology services, we'd love to hear from you!

As a Service Management Specialist, you will:

• Manage and resolve service tickets and operational issues, investigating root causes and coordinating appropriate technical support.

• Monitor the performance and reliability of applications and infrastructure, ensuring services meet agreed service levels.

• Support Incident, Problem, Change, Request and Major Incident Management processes, including coordinating activities during significant service disruptions.

• Build strong relationships with technical teams, suppliers and business stakeholders to understand service requirements, priorities and dependencies.

• Identify recurring service issues and recommend practical improvements to strengthen reliability and reduce incidents.

• Support the onboarding and transition of new or updated technology services, ensuring appropriate documentation, support arrangements and service acceptance criteria are in place.

• Produce and maintain service reports and dashboards, tracking key measures including availability, uptime, SLAs, SLOs and incident trends.

• Support improvements to monitoring and observability capabilities to enable earlier identification and resolution of service issues.

• Contribute to supplier performance reviews, monitoring service delivery against agreed commitments.

• Maintain accurate service documentation, knowledge articles and operational procedures to support effective service management and audit readiness.

• Apply information security, data protection and governance requirements when managing operational risks and service information.

• Explore opportunities to use AI, automation and analytical tools to improve…